Don,t know April Insurity but they are probably nothing more than glorified agents. Normally on income/cash plans ,the customer nominates the amount they want covered for for each month of claiming.
Normally no medical is required ,other than customer isn,t covered for ongoing/recent potential issues. I can,t see torn ligaments being OTHER THAN A CLEAR CLAIM.
I can,t see the reason/fairness in DEMANDING financial details.
Probably are breeching some Rules , BUT REALITY LOOKS LIKE A CLEAR CLAIM ,so tell THEM , don,t ASK them to pay out...
From experience this smells like usual stalling on income protection policies.